Rewriting a Branch Reply to a Failed UPI Refund
An angry customer writes to a bank branch: “My UPI payment of ₹4,850 on 12 May failed, but the amount has not been credited back. I have called your call centre three times and each time I am told to wait 24 hours. This is very much unacceptable. Please do the needful.” The branch’s draft reply reads: “Dear Sir, We are received your complaint. The matter is under process and you will be informed when it is done. Sorry for inconvenience.” The branch manager wants a reply that is accurate, professional and specific. The customer’s reference number is UPI-4471. The branch has verified that the failed transaction will be auto-reversed within three working days. No compensation has been approved. The reply must not promise an immediate refund or admit fault before the reversal is confirmed.
1. Identify three weaknesses in the draft reply-grammar, tone, and completeness-and explain each briefly.
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- Grammar: “We are received your complaint” uses the wrong tense. It should be “We have received your complaint” or “We acknowledge receipt of your complaint.”
- Tone: “Sorry for inconvenience” is weak and impersonal; “when it is done” sounds vague and unconcerned. A professional reply should apologize for the inconvenience and show that the bank has understood the customer’s frustration.
- Completeness: the draft gives no reference number, no factual status and no clear timeline. It also does not tell the customer what will happen next. A useful reply should mention reference UPI-4471, state that auto-reversal is expected within three working days, and invite the customer to contact the branch if the credit does not appear.
2. Rewrite the reply in 55–75 words. Include the reference number, a factual status, a clear timeline, and a professional close. Do not promise compensation.
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Dear Sir,
Thank you for your message. We have received your complaint about the failed UPI payment of ₹4,850 dated 12 May, reference UPI-4471. We have verified that the transaction will be auto-reversed within three working days. We apologize for the delay and the inconvenience caused. Please contact us if the credit does not appear by then.
Yours sincerely, Branch Manager
3. The manager suggests adding: “We assure you that the refund will be processed today.” Should this sentence be used? Give a reason based on accuracy and tone.
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No. The verified position is that auto-reversal will happen within three working days, not necessarily today. Promising “today” would be inaccurate and could create a fresh complaint when the credit does not appear. A good reply must be factually defensible: it can apologize, give the reference number and state the three-working-day timeline. Tone matters too-an assurance that is later broken damages trust more than a clear, cautious timeline.